Proactive IT Service Desk Technician

About the role

The Proactive Engineer monitors, maintains and improves client IT environments through proactive audits, system-generated alerts and preventative remediation. The role identifies and resolves potential issues before they affect users, keeping infrastructure stable across several client environments and reducing recurring incidents in managed IT settings.

Key responsibilities

• Monitor system-generated alerts and proactively address infrastructure and network issues
• Conduct regular standards-alignment audits across client environments
• Identify, document and track remediation tasks until resolution
• Perform root cause analysis on recurring system and network issues
• Troubleshoot networking components such as switches, access points and wireless connectivity
• Identify wireless coverage issues such as dead zones and help plan their resolution
• Maintain accurate and up-to-date technical documentation
• Prepare audit findings and performance insights for Quarterly Business Reviews (QBRs)
• Work with internal teams to improve stability, reduce reactive ticket volume and prevent repeat issues

Required profile

• Experience in Level 2 IT support, infrastructure support or a proactive monitoring role
• Ability to support and prioritise work across multiple client environments
• Strong verbal and written English for client-facing interaction
• Proactive mindset focused on prevention, ownership and continuous improvement

Required skills

• Hands-on troubleshooting of networking components such as switches and access points
• Strong understanding of wireless networks, connectivity issues and basic network architecture
• Root cause analysis of system and infrastructure issues
• Experience in Microsoft-based environments